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CITY OF ARDEN HILLS, MN CONTRACT FOR THE COLLECTION OF RESIDENTIAL RECYCLABLE MATERIALS Page 9 5.14 Customer Service 5.14.1 The Contractor shall maintain throughout the duration of the Contract a designated single contact who is located in the Minnesota area and who has sufficient authority to resolve issues when officially notified by City staff. 5.14.2 The Contractor shall strive to provide responsive, friendly customer service at all times including interactions with residents by drivers / crews on the collection route, on the phone, emails, web sites, and other forms of communication. 5.14.3 In the case of alleged missed collections, the Contractor shall investigate, and, if such allegations are verified, the Contractor shall then arrange for the collection of the subject materials no later than 6 p.m. the next business day. 5.14.4 The Contractor shall establish and maintain an office or call service with continuous supervision to accept complaints and customer calls. The office shall be in service during the hours of 8:00 a.m. until 5:00 p.m. Central Time on all days except Saturday, Sunday and legal holidays. The call service shall be available from 8:00 a.m. to 12:00 (noon) on Saturday. The address and toll free telephone number of such office shall be posted on the City’s web site. 6 Collection Equipment 6.1 When collecting recyclables, under this Contract, the Contractor shall use separate collection vehicles for recyclables. 6.2 Compliance with Truck Road Weight Restrictions: It shall be the Contractor’s sole responsibility to comply with all road weight restrictions. The Contractor shall immediately inform the City of any notices of exceeding such restrictions. The City retains the right to inspect and/or weigh the Contractor’s trucks at any time. 6.3 All vehicles shall be kept in a clean and sanitary condition; and all collection vehicles shall be cleaned with pressurized hot water at least once a month. It may be necessary to wash these vehicles more often to improve the appearance of the vehicle, eliminate or control insect infestation, and to control odor, if so directed by the City. 6.4 The vehicle bodies shall be painted and numbered, and shall have the Contractor’s name and telephone number painted in letters of a contrasting color, at least four (4) inches high or easily readable under normal conditions. 6.5 The trucks shall be maintained in good working order. They shall be equipped to meet all federal, state and municipal regulations concerning vehicles used on City streets and alleys and maintained to meet these standards. 6.6 All vehicles shall be equipped with the safety equipment as required by any local, state or federal laws. 7 Employees 7.1 All employees shall be competent and skilled in the performance of the work to which they may be assigned. Failure or delay in the performance of this Contract due to the Contractor’s